Description At Barbour Orthopaedics, we’re dedicated to providing exceptional orthopedic care through advanced medical techniques, cutting-edge technology, and a patient-centered approach. As a trusted name in orthopaedic medicine, we pride ourselves on our collaborative environment, commitment to excellence, and a shared mission to help patients live healthier, more active lives. We are currently seeking a Lead Front Desk Associate to join our team. The Lead Front Desk Associate serves as the primary front-office leader for the clinic, ensuring exceptional patient care, superior service and efficient operations. This role serves as a hands-on professional supporting staff performance and the standardization of workflows. Key Responsibilities Include: • Leadership & Staff Development • Facilitate training for new hires on front desk procedures, etiquette, and system workflows. • Promote a culture of teamwork and professionalism by leading by example in patient communication and adhering to dress code standards. • Act as the primary resource for front desk procedures and NexGen/Luma system updates; lead the implementation of new front desk processes. • Monitor and respond to the "All Front Desk" MS Teams chat and recap weekly call notes to ensure all clinics are aligned. Operations & Project Management • Spearhead and manage all front desk special projects and strategic initiatives. • Assist with patient check-in/out and provide the Business Operations Manager (BOM) with real-time updates on scheduling conflicts or flow disruptions. • Manage escalated scheduling complexities and troubleshoot NextGen system issues. • Oversee proactive inventory management for the office(s). Maintain optimal stock levels of all supplies through consistent auditing and timely procurement to ensure zero downtime in daily operations. Audit & Accuracy: • Conduct standardized audits of patient registration files to ensure demographic and insurance accuracy. • Maintain organized, HIPAA-compliant patient charts to ensure total data confidentiality. • Perform "Tour of Barbour Key Standards," providing immediate feedback to staff and reporting deficiencies to the BOM. Conflict Resolution & Escalation • Serve as the first point of contact for resolving patient complaints; escalate unresolved issues to the Business Operations Manager. Requirements MINIMUM QUALIFICATIONS : • Minimum of one (1) year of experience directly supervising or leading employees, including responsibilities such as performance reviews, coaching, mentoring, providing corrective feedback, and supporting employee development. • Minimum of two (2) years of front desk, medical office, healthcare administration, or related customer-facing administrative experience. • Demonstrated ability to train, coach, and mentor staff while holding team members accountable to established standards and expectations. • Strong knowledge of front desk operations, patient registration, scheduling, insurance verification, and patient communication. • Strong organizational and time-management skills with the ability to prioritize competing responsibilities and manage multiple projects. • Excellent verbal and written communication skills with the ability to communicate effectively with patients, providers, leadership, and team members. • Demonstrated ability to handle confidential patient information in accordance with HIPAA and organizational policies. • Ability to exercise sound judgment, resolve conflicts, troubleshoot operational issues, and appropriately escalate concerns to leadership. • Demonstrated commitment to professionalism, teamwork, accountability, and delivering an exceptional patient experience.